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CX Insights From the Pandemic

Brand Performance, Consumer Preferences and Lessons Learned

CallMiner surveyed 2,000+ consumers to uncover how brands responded to the pandemic, the impact on customer service preferences, and where brands should focus to deliver an exceptional customer experience throughout and beyond these challenging times.

Sample Findings:

  • 60% of consumers have issues with at-home agents
  • 63% prefer human support over automated channels
  • 77% will use phone despite warnings of long hold times
  • How to adjust based on what consumers are saying

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